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Customer Services Senior Analyst German

Job Title: Customer Services Senior Analyst German
Contract Type: Permanent
Location: Cork
Industry:
REF: 90978
Job Published: 2 months ago

Job Description

Contact: Jenny Dore
Email: recruit@hero.ie
Telephone: 086 0449371



 Customer Meeting Services Senior Analyst
Our client, a pharmaceutical company in Cork are currently looking to recruit a German Customer Meeting Services Senior Analyst for their site.


Responsibilities
  • Provide excellent, in-depth, risk-savvy oversight & coordination of all aspects of the contracting and payment activities completed within their allocated Hub.
  • Support the CMS Manager by assuming front line operational & technical escalations or queries from the team & affiliates
  • Be a natural "go-to" person for the CMS Hub team to learn from on all aspects of the contract to pay and transfer of value disclosure processes.
  • Provide excellent customer experience through the timely coordination & execution of HCP contract to pay processes for countries within the Hub - this requires monitoring daily operational dashboard to ensure compliance with pre-defined SLAs & ensuring effective distribution of the dashboard across the team
  • Lead CMS team members to ensure adherence to Anti-Corruption requirements, compliance & Transparency Disclosure requirements when interacting with and engaging HCPs
  • Review, analyse & distribute key metrics to stakeholders to ensure KPIs are being met & improved
  • Schedule & lead operational calls with the affiliate, building a positive & trusted working relationship between the Company & affiliate CMS teams
  • Effectively coach & mentor the CMS team members to ensure they deliver excellence and compliance across key processes.
  • Demonstrate business process expertise, both functionally and technically and be prepared to train/lead team in same.
  • Support global/regional CMS projects as required representing the Company perspective & support the implementation of same within the centre as required
  • Support the overall CMS team by demonstrating flexibility in providing cover for team members and training of new team members

Education / Qualifications
  • Fluency in German & English is required.
  • +5 years' experience with excellent communications & compliance skills, together with experience identifying and leading process change, in a customer-facing environment is required
  • Bachelor's Degree is required.
  • Project Management certification is an advantage
  • Ability to handle complexity and utilize analytical skills, with attention to detail
  • Ability to proactively & effectively analyse & resolve problems
  • Ability to effectively prioritize and complete key tasks and deliverables
  • Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
  • Ability to work in a global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external outsourced team members


For further information on this German Customer Meeting Services Senior Analyst role in Cork please contact Jenny Dore on 086 0449371 / recruit@hero.ie

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